Vodafone UK - Porting nightmare - unable receive calls for over a month

steve7t

Sarah, I've patiently waited over a week for a reply and nothing. Do you personally have access to that email address? It only makes the solution worse that Vodaphone pay for people to post reassuring messages on boards like this then then provide no solution or even have the courtesy to reply to an email.

dazzaofdagenham

dazzaofdagenham wrote: »

For reasons yet to be known....my SIM only contract has stopped working..

Number ported from EE onto the special £20 deal with unlimited mins and texts and 20gb of data....all been going well.

Now today sim has stopped working, no incoming or outgoing calls or texts....and can't access account.

Hopefully this is just a blip !!!!

So after a period of weeks, Vodafone told me that EE have recalled my number because I owe EE some money from a bill. !!! I should contact EE and get a SIM from them to get my number back. !!

EE obviously say this is rubbish and I owe them nothing.

The saga continues......
All conversations have been recorded

Vodafone

Hi imdh23,

So we can look into this issue for you, could you please email a member of our team on this link here.

To access the form you'll need to enter the code EFT195.

As well as stating your query in the question box, please also quote "Porting Issues".

Once sent, you'll receive an automated reply with a reference number. Post it on here and we’ll check we’ve received it.

Kind regards,

Nathan

Social Media Operations

Vodafone UK

lexx

I have been having porting issue my number over to Vodafone it is nearly 3+ months now.

I never felt so frustrated and angry as I am with Vodafone UK.

I took a new yearly mobile contract with Vodafone and applied to transfer my old number on 4th April 2016. PAC code I gave to Vodafone was used but the number was not transferred. I can't receive calls on my old number and transfer is not done yet.

Since, problem escalated further and there are no calls/sms to even the temporary vodafone number. I am unreachable to the whole world. I run a small on call Interpreting business and I use my personal phone number for my business 24/7. My customers/agents are not able to reach me for nearly 3 months. I am losing business everyday. I can't describe the frustration it is leading to as I have incurred so much losses and lot of potential customers are lost. On one instance, my parents were unable to reach me in case of emergency as the phone just stopped receiving any incoming calls without any warnings .
Vodafone customer service has not been sincere in dealing with this issue. I have spoken to a lot of customer service representatives from Vodafone in past 3 month and found only handful of them looking to help. Rest of them don't seem to be concerned that I do not have mobile service but Vodafone has made sure that bill is sent on time and direct debit is taken from my bank account. Every time I call Vodafone, they come up with a new excuse or they try to blame my previous service provider.

Following are the some of the excuses given to me by customer representatives:
Service will be restored within 48 hours otherwise call back.
Service will be restored by 8PM (by porting team) as they shut down on 8 pm.
My number can't be found in the system so they can't help (strange)
High call volumes so call back (even after 45 mins waiting useless)
After waiting for long in the queue, when I finally got connected to someone, twice they have kept me hold for 30 mins and never returned.
I should switch off my phone for 24 hours.
I should soft reset my phone (without checking the issue in my account)
My PAC code is wrong and I should get another one (even though it was used already by vodafone)
My previous mobile company has not provided all files needed for number transfer.
I should switch off/on my phone every 2 hours to check the status as Vodafone is unable to send service status.
Three customer representative told me that I should sync my Iphone to Itunes, without even checking my accounts that technical issue has not been resolved completely. I said that if phone is the issue why not someone can still leave me voice mail, why my number shows as invalid when someone calls my number but they didn't listen and didn't bother to find the update on the reported issue.

No update from backend team but we (vodafone) assure you that they (backend team) are diligently looking in to the issue.
Issue has been escalated already and we can't do anything else, keep waiting and call back later.

Numerous time I have requested that please don't make false promises and tell me if my service will restored at all or not so that I can take a new number. I have also requested that please inform me via email or on my landline about the status of the issue but they say that there is no process of informing customer in such cases. I have to keep calling to find out the status of the issue. Vodafone has not shown any courtesy to contact me via email or landline to keep me informed about the status of the reported issue.

When I tried to make the formal complaint using website, I got a reply that I should call 191 to resolve the issue. Which I have been doing but no results.

I am now clueless what I can do and I am really frustrated and very sad about losing my number, and business.
I’m on the brink of requesting dead lock letter and provide to ombudsman.
And take a legal actions to the court of recovering my business loss of a direct result and impact on my business.

LazyTyper

lexx wrote: »

I have been having porting issue my number over to Vodafone it is nearly 3+ months now.

I never felt so frustrated and angry as I am with Vodafone UK.

I took a new yearly mobile contract with Vodafone and applied to transfer my old number on 4th April 2016. PAC code I gave to Vodafone was used but the number was not transferred. I can't receive calls on my old number and transfer is not done yet.

Since, problem escalated further and there are no calls/sms to even the temporary vodafone number. I am unreachable to the whole world. I run a small on call Interpreting business and I use my personal phone number for my business 24/7. My customers/agents are not able to reach me for nearly 3 months. I am losing business everyday. I can't describe the frustration it is leading to as I have incurred so much losses and lot of potential customers are lost. On one instance, my parents were unable to reach me in case of emergency as the phone just stopped receiving any incoming calls without any warnings .
Vodafone customer service has not been sincere in dealing with this issue. I have spoken to a lot of customer service representatives from Vodafone in past 3 month and found only handful of them looking to help. Rest of them don't seem to be concerned that I do not have mobile service but Vodafone has made sure that bill is sent on time and direct debit is taken from my bank account. Every time I call Vodafone, they come up with a new excuse or they try to blame my previous service provider.

Following are the some of the excuses given to me by customer representatives:
Service will be restored within 48 hours otherwise call back.
Service will be restored by 8PM (by porting team) as they shut down on 8 pm.
My number can't be found in the system so they can't help (strange)
High call volumes so call back (even after 45 mins waiting useless)
After waiting for long in the queue, when I finally got connected to someone, twice they have kept me hold for 30 mins and never returned.
I should switch off my phone for 24 hours.
I should soft reset my phone (without checking the issue in my account)
My PAC code is wrong and I should get another one (even though it was used already by vodafone)
My previous mobile company has not provided all files needed for number transfer.
I should switch off/on my phone every 2 hours to check the status as Vodafone is unable to send service status.
Three customer representative told me that I should sync my Iphone to Itunes, without even checking my accounts that technical issue has not been resolved completely. I said that if phone is the issue why not someone can still leave me voice mail, why my number shows as invalid when someone calls my number but they didn't listen and didn't bother to find the update on the reported issue.

No update from backend team but we (vodafone) assure you that they (backend team) are diligently looking in to the issue.
Issue has been escalated already and we can't do anything else, keep waiting and call back later.

Numerous time I have requested that please don't make false promises and tell me if my service will restored at all or not so that I can take a new number. I have also requested that please inform me via email or on my landline about the status of the issue but they say that there is no process of informing customer in such cases. I have to keep calling to find out the status of the issue. Vodafone has not shown any courtesy to contact me via email or landline to keep me informed about the status of the reported issue.

When I tried to make the formal complaint using website, I got a reply that I should call 191 to resolve the issue. Which I have been doing but no results.

I am now clueless what I can do and I am really frustrated and very sad about losing my number, and business.
I’m on the brink of requesting dead lock letter and provide to ombudsman.
And take a legal actions to the court of recovering my business loss of a direct result and impact on my business.

That was painful to read!

I suggest writing a formal complaint to Vodafone - see http://www.vodafone.co.uk/vodafone-uk/forms/complaints/

I don't see an email address so I suggest writing to them with recorded delivery.

Hopefully that will kick-start them into actually helping. Even if they don't, because you have a formal complaint on the go, you can then refer to the Ombudsman if they haven't resolved your complaint in 8 weeks or they write back to you with a "deadlock letter", saying they have done all they wish to do.

As for getting money back for loss of business, you would only be entitled so something if you are on a business contract.

lexx

I will request dead lock letter, then.
Well I dont need business contract as I dont need more then one number, and I dont have any employees.

I'm a sole trader same like Taxi drivers if they have clients over many years they use his number to call him .
If you lost the number clients cant get to you.

I think any court will see this as obvious as it is. Income loss.:money:

steve7t

I wrote to them thirteen days ago asking for a deadlock letter and again have received absolutely nothing from them. I worry that the Ombudsman cannot do anything in these circumstances as apparently nobody 'owns' these phone numbers?

mikec8152

So, to add my experiences to this thread: I also have had a nightmare trying to get my old BT number ported over to Vodafone. To cut a very long story short, many worthless calls to 'porting teams', 'customer service' and 'helpdesk' numbers around the world over the past 2 weeks have all been no help at all, many false promises and 'guaranteed' solutions and call-backs in 24hrs have all been a let-down.

Current situation now is I have lost my old number held for last 15 years, have lost all the credit and the PAYG temporary number that I purchased in order to switch, and no knowledge if it will ever be solved or if i should just give up, cut my losses and seek recovery through other means.

I did submit a WRT135 [ref #13815199] on the Vodafone Social Media link given on these pages, but I have no idea if this will help at all, and to be honest, I've been let down with every other method, I can't see why this will be any different.

I can't believe that such a major telecomms company can (fail to) operate in this way.

Any advise or guidance on what to try next would be greatly appreciated.

Vodafone

Hi guys,

So we can help you with these issues, please email us via the Contact us form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and we'll check we've received it.

Thanks,

Nathan

Social Media Operations

Vodafone UK

mikec8152

Did as suggested in thread response #60 - nothing! Is this another waste of time?

Even my temporary vodafone number has now gone dead! I can't even use the telephone number for customer inquiries anymore to follow this up, as first thing it asks for is the mobile number - which now it doesn't recognise so it hangs the line up for you - great!

Is this truly the definition of madness???